Remote access software evaluation questions
What to ask before you buy, renew or replace your remote access software
Choosing remote access software isn't just about comparing feature lists. You need to understand how well a solution fits your existing technology, support workflows, security requirements and budget, as well as what the vendor will be like to work with.
Use these questions when reviewing your current remote access solution or comparing new providers. We've also explained how 247connect approaches each area, so you can see how it measures up.
Strategy, vision, and the existing state
Do we have a written digital strategy and does this purchase serve it?
A written digital strategy gives every technology purchase a clear test: does it support an agreed priority? Without one, decisions can be driven by individual products rather than genuine needs.
Put this question at the start of every technology proposal and require it to identify the specific strategic aim being served. If there isn't a written strategy, create one first, even a single page is enough to provide direction.
A useful rule: good technology proposals start with the problem, not the product.
What specific problem are we trying to solve and who identified it?
Start with the need rather than the technology. 247connect is designed for organisations that need to provide faster remote support, securely access managed devices or assist users on demand without being physically present.
Do we actually know what technology we already own and whether something on the shelf already does this job?
Audit your existing remote access tools and licences first. If you already have a suitable solution, another purchase may not be necessary. If existing tools are expensive, difficult to manage, lack required security features or no longer fit how your teams work, 247connect provides an alternative worth evaluating.
Fit with the work
What problem do the people who use it say they have and does it match the one on the business case?
Talk to the IT teams and support staff who'll actually use the solution. Common frustrations include slow or unreliable remote connections, rising renewal costs and poor vendor support. 247connect is designed to address these with fast, reliable remote connections, straightforward and affordable pricing, and access to real people when support is needed.
Can teams tailor it to their workflow without raising a change request to the vendor?
247connect gives teams flexibility to configure user roles and permissions, device groups, security settings and support workflows around how they work. Integrations with platforms such as Salesforce, ServiceNow and HaloITSM also help fit remote support into existing processes rather than forcing teams to work around the software.
Well-being, workload and purposeful use
Will this reduce workload in practice, and how will we know?
247connect helps IT teams work more efficiently with fast remote connections, centralised device management and multiple concurrent connections, allowing technicians to support several users or devices without unnecessary travel or delays. Integrations with existing service desk tools can further reduce manual steps. Track resolution times, downtime, tickets resolved and technician time to measure the impact during the free trial.
Technical fit and infrastructure
Does it work with our current devices and the ones we plan to buy?
247connect supports Windows, macOS, iOS and Android, giving organisations flexibility across mixed device estates. This means you can support the technology you use today while avoiding unnecessary restrictions as your device estate changes in the future.
Does it run properly on our bandwidth, network, and remote access arrangements?
247connect is designed to provide fast, responsive remote connections, even when supporting users across different locations. Test it on your own network and typical connection speeds during the free trial to make sure performance meets your team's real-world requirements.
Where is it hosted and whose data centres are used?
247connect is a cloud-based solution hosted on Microsoft Azure, with regional hosting in the UK, US and Germany. For managed devices on the same network, peer-to-peer LAN connectivity can provide a direct local connection, helping maintain fast remote access without routing the session via the cloud.
How does it perform at scale and can the vendor evidence customers our size?
247connect is built to scale with your organisation, with all users able to be active at the same time and each user supporting up to five devices concurrently. Ask NetSupport for customer references relevant to your organisation's size and use case, and use the free trial to test performance in your own environment before committing.
Data protection, privacy and monitoring
What personal data will it collect, about whom, and do
we actually need all of it?
247connect is designed with privacy by design, collecting only the data needed to provide and manage secure remote access. It doesn't use tracking, advertising or behavioural analytics, helping organisations minimise unnecessary data collection while maintaining the audit information required to manage and secure remote support.
Where is the data stored and processed?
247connect uses Microsoft Azure regional hosting, with data residency selected during account setup. UK customer data is hosted in the UK, US customer data in the US, and EU/EEA customer data in Germany, helping organisations keep their data within the region that meets their requirements.
Information security and certifications
Is the vendor ISO 27001 certified?
NetSupport is ISO/IEC 27001 certified, providing independently audited evidence that it operates an Information Security Management System (ISMS) to recognised international standards. 247connect's current security documentation lists its ISO 27001 certification and certificate reference.
How quickly do they patch? Will they commit to fixing critical and high vulnerabilities within 14 days?
Alongside 247connect’s monthly development sprints, which regularly introduce new features and functionality, we prioritise issues as soon as they're identified. Where a problem requires a fix, our team responds quickly, with many issues resolved within 24 to 48 hours.
AI
Which parts of the product are AI and what exactly does the AI do?
247connect doesn't use AI, so there are no AI-driven decisions or generative AI features to assess. Even so, organisations should have a clear AI policy covering what tools can be used, how data is handled and what governance is required as technology develops.
Interoperability, integration, and Data Portability
Does it support single sign-on with our identity provider or add another password to the estate?
247connect supports single sign-on (SSO) with Microsoft, Google and Apple, allowing users to access the platform using existing credentials rather than creating another password. This helps simplify access, reduce password management and fit 247connect into existing identity processes.
Accessibility and inclusion
Does it support the languages our workforce actually uses?
247connect supports multiple languages, including English, German, French, Spanish, and Italian, helping organisations provide a more accessible experience for international teams.
Evidence and impact
What evidence sits behind the headline claim and who pays for the study? Are the customers in the case studies actually like us?
247connect has a growing bank of customer testimonials and verified Capterra reviews from organisations of different sizes and sectors. For example:
- An ICT Network Manager in education says it has made remote access ‘much easier and a cheaper solution’ than alternatives they'd used.
- A 501–1,000 organisation says it ‘genuinely reduces our costs’, particularly because of the flexible concurrent connections.
- An IT services business reports a ‘great user experience and attentive support’, describing the interface as refined and quick to use.
- A US IT Supervisor highlights the ‘ease of setup and access’ and the benefits of it being cloud-based.
- The independent PC Pro review adds another layer of evidence, describing it as easy to use, good value and a strong alternative to established remote-support products.
The vendor relationship and supply chain
How financially healthy is the vendor? Have we actually looked?
247connect is created by NetSupport who is an established, privately owned UK software company operating since 1989. Its latest filed group accounts cover the year to 31 March 2025, and Companies House shows the company as active with its filings up to date. Public financial data reports no outstanding charges.
What's their support really like, the contracts, response times, and the reputation in practice?
247connect includes free support by phone, email and live chat, delivered by real support teams based in the UK and US. Standard subscriptions are 12 months, billed annually, and don't automatically renew, while product updates are included in the licence price. Independent feedback is positive with Capterra currently scores customer service 4.8/5.
Procurement cost and value
Where are the auto-renewal traps and who owns the calendar of notice dates?
With 247connect, there isn't an automatic renewal trap. Subscriptions are normally 12 months and don't automatically renew. 247connect also sends account expiry warnings 60 and 30 days before expiry to Global Administrators, giving teams time to review requirements, licences and pricing before renewing.
